Service Desk Consultant/サービスデスクコンサルタント

Job Title: Service Desk Consultant/サービスデスクコンサルタント
Contract Type: Permanent
Location: Tokyo
Reference: 1713
Contact Name: Aya Kubota
Job Published: November 30, 2017 09:31

Job Description


Essential Duties and responsibilities include, but not limited to:

  • Daily management of client requests/inquires (for customers using our hosting services post-implementation of applications)
  • Prioritization of tickets and providing Level 1 support to clients, or escalating issues to IT team located in India or US if necessary.
  • Interaction with clients, presenting solutions, engagement of business stakeholders in developing and delivering business solutions.
  • Ensuring to meet defined SLAs, by collaboration with other practices and stakeholders.
  • Hosting weekly and monthly meetings to track the status of issues raised.


Required Skills/Traits:

  • Bilingual in Japanese/English at business level.
  • ITIL certifications
  • 3 - 5 years of experiences in IT Application managed Services, handling multiple clients.
  • Good exposure to IT management tools & Technologies and strong understanding of incident management, configuration management, Problem management, Service Requests, change management, and service level monitoring.
  • High level of client facing skill, interpersonal skills, team work skills.

Preferred Skills/Traits:

  • Support experience in workflow-based application software.
  • Basic knowledge of Active Directory and SQL.
  • Work experience in pharmaceutical or medical device industry.
  • Able to read flow chart, or experience in using flowchart (experience in defining requirements is not necessary).
  • Argus Support experience.
  • Well versed with various SDLC models and Software Test life cycle and Defect Management Life Cycle.

Job details

Language requirement
English (Fluent), English (Business advanced)
Visa requirement